• 五险一金
• 节日礼物
• 领导好
• 带薪年假
• 岗位晋升
• 包吃包住
• 员工生日礼物
• 年度旅游
• 管理规范
• 帅哥多

 
 
PRINCIPAL RESPONSIBILITIES 主要职责
 
Work alongside      Call Centre Agents ensuring the delivery of friendly and efficient guest      service
与同事紧密合作，确保向宾客提供符合品牌要求的服务体验。
Be      knowledgeable about hotel accommodation, restaurants & bars and other      facilities & services
Always obtain      up-to-date information from other departments and the local neighbourhood      to keep colleagues informed e.g. F&B promotions, room packages, outlet      opening and closing hours etc.
及时从其他部门和周边区域收集最更新的信息传递给同事们，如：餐饮优惠，客房优惠，各类场所的营运时间。
Responsible      for updating the hotel service directory.
负责更新酒店服务指南。
Responsible      for maintaining the FCS system.
负责维护FCS系统。
Monitor the      IDD call and broadband revenue in comparison to cost, identify      opportunities to enhance hotel revenue.
监管国际电话和宽带的净收入，发现能够增加酒店收入的机会。
Monitor the      type and quality of service request through FCS and identify if there are      any service shortfalls.
通过FCS监管服务质量，找出服务存在的缺陷。
Handle      dissatisfied guests to resolve complaints and request assistance from      other departments when necessary.
处理并解决客人的投诉，如有必要，可寻求相关部门的协助。
Conduct      telephone service standard evaluations for all departments on a monthly      basis and report any deficiencies to the relevant Manager.
负责酒店月度电话礼仪考核，并向相关部门经理提供评估报告。
Perform weekly      audits on call center colleagues for review in rooms division meetings.
完成客服中心每周审核报告，以供房务部例会参考。
Review reports      available from the PABX system and review the average hold time, volume of      calls per hour, percentage of answered calls, average call duration etc.      Training and manpower allocation must be aligned with this information.
利用PABX报表数据分析话务量，包括平均用时，每小时的电话量，接话百分比，平均电话时长等。参考以上数据安排培训和人员班次。
Able to      perform all subordinates’ duties. 
熟悉并能承担部门所有班次。
Ability to      accurately take information and process guest requests into various      information systems such as Micros, FCS or Opera.
能准确获取信息并将宾客的要求输入不同的信息系统，例如：Micros，FCS，Opera。
Ability to      follow up on jobs which have not been completed that impact on the guest.
跟进与客人相关的未完成事宜。
Responsible      for the training and development of the Call Centre Agents.
负责部门员工的培训和发展规划。
Prepare duty      roster, always monitor call pattern in order to deploy colleagues      effectively.
准备排班表，并根据通话量有效分配工作。
Provide      telephone etiquette training for all hotel colleagues.
为所有酒店同事提供电话礼仪培训。
Conduct      performance appraisal, ongoing coaching and counseling.
开展绩效考核，持续对员工进行辅导。
Liaise and      work closely with other departments to resolve any operational issues      impacting the guest service。
与其他部门保持紧密联系，解决日常营运遇到的问题。
Administrative      and correspondence work.
处理行政信件。
Ensure regular      maintenance is implemented.
确保设施设备定期维护。
Monitor the      inventory of various telephone sets, PDAs, headsets.
监管各种电话设备，PDA，耳机的使用和库存数量。
Fully      understand hotel FCS, PABX including call accounting & voice mail      systems and be familiar with the PMS; able to perform basic trouble      shooting.
能熟练使用FCS,PABX（包括话费结算，语音信箱系统）和PMS系统，并排除基本故障。
Coordinate      service calls by system providers to ensure minimum downtime of all      communication systems during      the maintenance.
负责与系统供应商协作，确保所有通讯系统得到良好的维护保养。
Be familiar      with hotel emergency procedures e.g. fire alarm
熟悉酒店紧急情况处理程序，例如：火警的处理。
Perform other      duties assigned by the management
执行任何管理层委的工作。
 
REQUIREMENTS 职位要求
 
Education 教育学历
Certificate /      Diploma / Bachelor in Hotel Management 
酒店管理证书、文凭、学位 
Other related      discipline
其他相关专业
 
Experience 经验
Three years      working experience in the hotel industry or call center
三年工作经验，有酒店或电话中心从业经验为佳
 
Job Skill / Knowledge 工作技能 / 知识
Out-going      personality 
性格开朗
Good      communication skills 
良好的沟通技巧
Office      administration experience 
办公室行政经验
 
Computer Knowledge 电脑知识
Knowledge of      MS office software 
良好的办公自动化软件知识
PMS – Opera, FCS, Micros      system
熟练使用前厅应用软件PMS - Opera, FCS, Micros系统
 
Language Proficiency 语言能力
Good command      of English and Mandarin, other languages are beneficial 
良好的英语和普通话，懂其他语言为佳

Introduction酒店简介：Langham Hotels and Resorts is founded on over 150 years of history, dating back from 1865 when The Langham, London opened as one of Europe’s first “Grand Hotels”.伦敦朗廷酒店的历史要追溯到1865年，该酒店不仅是欧洲首家奢华酒店，它也开启了朗廷酒店及度假酒店逾150年的瑰丽传奇。 Opening in the first half of 2018, The Langham, Hefei is strategically located in the political, cultural and commercial center of Hefei. It will provides 339 luxurious rooms and suites, non-column ballroom with 1400sqm and 9 multi-functional rooms, a Three Michelin Stars Cantonese cuisine restaurant T’ang Court, the Chuan Spa with the principles of traditional Chinese medicine and Five Elements, full equipped Health Club and indoor swimming pool and the magic rose garden. The Langham, Hefei will deliver exceptional experiences to discerning guests across the globe.合肥栢景朗廷酒店将于2018年上半年绚丽开业！酒店位于合肥市政治、文化与商业中心，位置优越，交通便捷。拥有豪华客房339套，1400平房米无柱超大宴会厅及9个多功能会议室，蝉联米其林三星的“唐阁”粤菜餐厅，结合传统中医与五行元素的“川”水疗，设备齐全的健身中心和室内泳池，梦幻玫瑰花园，将为全球旅客提供与别不同的住宿享受。Please join us!合肥栢景朗廷酒店现诚邀您携手共赴辉煌前程！ Benefits 我们的福利：Competitive Compensation 具有市场竞争力的薪酬Double Dayoff 每周双休Paid Annual Leave 带薪年假Insurance and Housing Fund 五险一金Rich Staff Meal and Comfortable Staff Dormitory 丰盛的员工餐和舒适的员工宿舍The World's Leading Training System 全球领先的培训体系Free Stay at the Langham Hospitality Group’s hotels 免费入住朗廷集团旗下酒店Interview Files面试请携带以下资料：Bi-lingual CVs 中英双语简历一份ID Card 身份证复印件一份Photo 一寸彩色证件照一张Diploma Copy 最高学历证明复印件一份Contact联系方式：Tel 咨询热线：（0551）6568 8888E-mail 招聘邮箱：tlhfe.career@langhamhotels.com